IT Support Specialist job at Calgary, Alberta, Canada Full Time

Location: Calgary, AB

Type: Permanent, full-time, hybrid

The Position

We are seeking a motivated, customer-focused IT Support Specialist with expertise in Tier 1 and Tier 2 support to join our team. The ideal candidate will possess a strong understanding of networking, cloud platforms, and virtualization technologies, coupled with a passion for helping others. In this role, you will provide technical support to both internal and external customers, ensuring timely resolution of technical issues and contributing to an overall positive user experience.

What You’ll Do

• Network Support: Provide first-level technical support for network infrastructure, including firewalls, switches, routers, and wireless access points.
• Cloud Platform Assistance: Offer basic support for cloud platforms such as Microsoft Azure and Google Workspace.
• Microsoft 365 Troubleshooting: Resolve common issues related to Microsoft 365 applications, including Exchange Online, SharePoint, and Teams.
• Virtualization Support: Assist in maintaining and troubleshooting virtualization environments, including VMware and Hyper-V.
• Windows Server Support: Troubleshoot and resolve issues within the Windows Server environment, including Active Directory, Group Policy, and DNS.
• Automation: Utilize PowerShell scripting to perform basic automation and support tasks.
• Endpoint Management: Leverage remote monitoring and management (RMM) platforms to monitor, manage, and troubleshoot endpoints.
• Escalation Management: Monitor incoming issues and escalate unresolved technical problems to higher-level support teams as necessary.
• Documentation: Create and update knowledge base articles, ensuring all solutions and procedures are well-documented for future reference.
• Customer Interaction: Maintain accurate records of customer interactions and support activities using our Professional Services Automation (PSA) platform.

Requirements

• Education: Degree in Computer Science, Information Technology, or a related field, or equivalent professional experience.
• Experience: 3-5 years of experience in a technical support role, ideally within an IT team or Managed Service Provider (MSP) environment.
• Certifications: Industry certifications such as ITIL, Microsoft, or Network Administration certifications are highly desirable.
• Networking Knowledge: Solid understanding of network protocols and technologies (TCP/IP, VLANs, routing, etc.), with experience supporting firewalls (Fortinet, SonicWall), switches (Meraki), and wireless access points.
• Cloud Experience: Familiarity with administration of Microsoft Azure and Google Workspace.
• Microsoft 365 Proficiency: Hands-on experience supporting Microsoft 365 applications (Exchange Online, SharePoint, Teams).
• Virtualization: Working knowledge of VMware and Hyper-V virtualization platforms.
• Windows Server Expertise: Basic experience managing Windows Server environments, particularly with Active Directory, Group Policy, and DNS.
• Scripting Skills: Basic proficiency in PowerShell scripting for automation and technical support purposes.
• Customer Service: Strong customer service skills with a professional and courteous demeanor.
• Communication: Excellent written and verbal communication skills, with the ability to interact effectively with both technical and non-technical users.
• Teamwork: Ability to work independently as well as collaboratively within a team environment.

If you are interested in this position and meet the above criteria, please click the ‘Apply for Job’ button below to send your resume securely and in confidence directly to the recruiter in charge of this position. We thank all applicants; however, only those selected for interviews will be contacted.

All applicants must be legally entitled to work in Canada.

WE APPRECIATE YOUR INTEREST IN 10 PERCENT RECRUITING LTD.

We invite you to become one of our satisfied candidates! 10 Percent Recruiting Ltd. believes in transparency with our candidates and our employers; we understand that open communication and collaboration are fundamental to our success. Our professional recruiters are passionate about helping you find a fulfilling job or career and ensuring your complete satisfaction with our process. We are committed to actively building lasting relationships and building trust by listening, following through, and keeping our word. We look forward to exceeding your expectations!

Learn more about 10 Percent Recruiting Ltd. and view our current job opportunities, career tips, and tools at https://10percentrecruiting.com